Helpline Team Lead

2 weeks ago

Sunderland, Sunderland, United Kingdom Mental Health Matters Full time
About the Role

We are seeking a highly skilled and compassionate individual to join our team as a Helpline Shift Supervisor. As a key member of our 24/7 crisis management and support service, you will play a vital role in providing emotional support to callers while overseeing shift activities to ensure smooth service delivery.

Key Responsibilities:
  • Telephone & Online Support: Provide empathetic support and advice to callers, ensuring all interactions are accurately recorded in electronic systems.
  • Shift Supervision: Manage shift activities, allocate colleagues to appropriate tasks, and troubleshoot any issues to ensure service quality and efficiency.
  • Team Support & Development: Provide guidance and debrief to team members during shifts, promote a positive working environment, and ensure compliance with operating procedures.
About You

We are looking for a highly organized and detail-oriented individual with a strong ability to manage resources and provide robust support to their team. You will have a minimum Level 2 Certificate in Counselling and a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment. Experience within the mental health industry and supervisory experience are highly desirable.

What We Offer
  • A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service
  • A 5% contributory pension scheme, with the opportunity to increase contributions
  • A holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans

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